Job description for Customer Service at Konten.com
ABOUT THE ROLE
We're looking for a Customer Service representative who will be the face of Konten.com to our users. You're solution-oriented, highly responsive, and deliver a great experience across every interaction - whether on WhatsApp, Discord, or any other channel.
RESPONSIBILITIES
- Handle user inquiries, complaints, and feedback via WhatsApp (Qontak), Discord, email, and social media DMs
- Manage and respond to incoming messages in Qontak in a structured and timely manner in line with SLA targets
- Actively monitor and respond to questions in the Konten.com Discord server - including support, Q&A, and community channels
- Document recurring issues and escalate them to the product or technical team
- Coordinate with internal teams to resolve more complex user problems
- Support onboarding and education for new platform users
- Help maintain a positive, active, and welcoming community environment on Discord
REQUIREMENTS
- Minimum 1 year of experience in Customer Service, preferably at a digital platform
- Familiar with Qontak or similar WhatsApp Business API tools (Respond.io, Wati, etc.)
- Active Discord user with a solid understanding of server management, channels, and roles
- Excellent written communication skills - friendly, clear, and professional
- Able to manage multiple conversations simultaneously across platforms while staying responsive
- Patient, empathetic, and solution-focused when dealing with a wide range of users
NICE TO HAVE
- Experience as a Discord community moderator
- Familiar with ticketing tools such as Freshdesk, Zendesk, or Intercom
- Previous experience at a SaaS product or digital platform
- Able to communicate in English in written form
